Do you have outstanding analytical skills and customer success expertise? Have you worked to associate disparate business data sources to analyze and visualize business trends? Can you be a motivated partner with all post sale customer enablement departments to help drive them towards success on a global scale? As a member of ExtraHop’s Operations team, this role is focused on partnering with the post sale teams to own strategy and drive analytical activities.
Duties and Responsibilities
As a member of our Operations team, you will be responsible for:
Creating reports and analyze data for patterns
Ensuring effective data management and reporting on key metrics.
Providing analytical and reporting support for operational leadership
Analyzing area/regional growth performance
Collaborating with other cross functional team, sales, services, marketing and to improve business performance
Performing customer analysis and operational activity analysis in support of all post sale enablement departments.
Owning and executing Customer Intelligence programs, such as our annual Net Promoter Score survey and CSAT surveys
Oversee & administer the use of related software platforms such as Tableau, Salesforce, Survey Monkey, Groove, Outreach and Eloqua
Design, track and report on relevant post-sale activity KPI’s and metrics
Interpret data and recommend improvements that will drive customer outcomes
Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts
Analyze customer health trends and maintain a dashboard of segmented customer accounts to characterize overall customer health, trends and risks
Help support the creation and/ro leverage of content for internal Quarterly Business Reviews
Work with Customer Success leadership to support the Heal Desk program which identifies distressed customers and tracks corrective actions that will improve the probability of customer retention
Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning.
As a starting point for this position, you’ll need the following background:
Four-year college degree, preferably in a technical, analytical or financial field of study or equivalent work experience
Have demonstrated abilities to aggregate, analyze and present large datasets and derive business insights and recommendations from such data
Expert user in SalesForce reporting
Expert manipulating data for reporting in Google sheets and Excel
Good presentation and written communication skills
Ability to work effectively with professionals of different teams, especially Customer Success, Finance and Sales
Demonstrated ability to function in a detailed-oriented manner, organizing a number of priorities in parallel and a consistent ability to produce deliverables on time
Prior experience understanding of the demands of a customer-facing support and services organization
Experience with Networking, Cyber Security or Software development a bonus
$80,000- $101,600 + benefits+ options
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